A data request needs a calm, compliant reply. Confirm you've received it, state the legal timeframe, and explain how you'll verify it's them.
Your data request: confirmation and next steps
Hi [first name], Thank you for your request regarding your personal data. This email confirms we've received it as of [date]. We'll process your request for [access to / deletion of] your data in line with the GDPR. By law, we'll complete this within 30 days, and we'll let you know as soon as it's done, often sooner. Before we proceed, we need to verify your identity to keep your data safe. Please reply from the email address on your account, or [alternative verification step]. We can't release or delete data until this is confirmed. If you have any questions about the process, reply and we'll walk you through it. Kind regards, [Your name] [Company] Privacy Team
A customer submits a data access or deletion request
You need to confirm receipt and the legal timeframe
You must verify identity before acting
State the 30-day statutory deadline explicitly
Don't act until identity is verified, and say so clearly
Specify whether it's an access or deletion request
Route sensitive requests to your privacy or legal contact
Publish the answer once in your Selvo help center and customers solve it without emailing you. Fewer of these tickets reach your inbox, and your AI agent can cite the article when one does.
See how Selvo Help Center worksWhen an issue needs more expertise than you can give it, say so plainly, then name who's taking over and when they'll be in touch.
A good intro makes the customer feel handed off with care, not passed along. Say who's taking over, why, and that nothing they rely on is changing.
Thank them for the idea, get curious about the problem behind it, and be honest: logged, considered, not promised.
Saying no well means being honest it won't happen, explaining the why in a line, and pointing them to something that helps today.
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